VoIP Customer Service Telephone System?

Rollo Tamasi

Hi, i'm doing a bit of research into the various levels of customer service available on the internet. Besides from the obvious ticketing systems and forums i am concentrating on VoIP support. Basically i'm wondering if there is any service out there that would allow a user to use VoIP to contact a company and interact with an automated system that would direct their query to the appropiate department.

An example would be that the customer has a billing issue and contacts the company thru a VoIP application, the customer needs to press number 2 to get thru to the billing department and is consquently put in a Q. Basically a VoIP call centre.

I'm not sure if this kind of application is available at the moment, google searching has left me down a bit.

cgarvey

Asterisk will do the "Press 2 for X" menu stuff (as well as call grouping, etc.). There are a number of SIs and Vendors that will configure Asterisk, dunno about in Ireland though.

.cg

Rollo Tamasi

Thanks cg, would you be able to take a guess as to the overall cost of implementing something like this?

cgarvey

I reckon there's about a day's work for an installer to gether requirements (agree routing, extension plans, etc.), install hardware and configure. Add the cost of that consultancy + the cost per user for an IP phone, assuming software phones aren't really acceptable in a commercial environment) and cabling, and then add in any training required (not much should be required, if there is a support contract in place to manage users moving, new users, new carriers, etc)... the costings for those I don't have / am not willing to share, but should be able to get you started.

.cg